Front Desk Guest Service Agent

TITLE: Front Desk Guest Service Agent (GSA)
REPORTS TO: Front Office Manager, Assistant Front Office Manager
STATUS: Full-Time, Non-exempt
$22.00 an hour

JOB SUMMARY:

The Hotel Front Desk Guest Agent is responsible for providing exceptional customer service to all guests during their stay at the hotel. They are the first point of contact for guests and play a crucial role in creating a positive impression and ensuring a seamless experience. The Guest Agent handles check-in and check-out procedures, assists guests with inquiries and requests, and provides information about hotel amenities, services, and local attractions.

QUALIFICATIONS:

• High school diploma or equivalent; additional education or hospitality training is a plus.
• Previous experience in customer service, hospitality, or a related field preferred.
• Excellent communication and interpersonal skills, with the ability to interact effectively with guests and colleagues of diverse backgrounds.
• Strong problem-solving abilities and the capacity to handle difficult situations with tact and diplomacy.
• Proficiency in using computerized reservation systems and basic office software.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Flexibility to work varied shifts, including nights, weekends, and holidays.
• Physical ability to stand for extended periods and lift and move luggage as needed.
• Exposure to varying indoor and outdoor conditions and temperatures is inherent in this role.
• Knowledge of local attractions, transportation options, and dining establishments is advantageous.
• A positive attitude and a commitment to providing exceptional service to guests.
• Ability to work with little or no supervision while meeting high-performance standards in a deadline-oriented environment.
• Ability to work in a team setting, providing support to co-workers whenever called upon to help.
• Self-starter, excellent organizational skills, and ability to follow instructions.
• Knowledge of and ability to comply with workplace statutory requirements, to include health, safety and security, and fire prevention.
• Versatile, flexible, and willing to work within constantly changing priorities with enthusiasm.
• Reliable, detailed, and compliant with time and attendance and grooming and dress code standards.
  The Hotel Front Desk Guest Agent plays a crucial role in ensuring that guests have a pleasant and memorable stay, contributing to the overall success of the hotel’s operations.

ABOUT US:

MacArthur Place was founded well over a century ago as a family estate, vineyard, and working ranch. Today, these lush grounds and historic farm buildings have been transformed into Sonoma’s foremost luxury resort and spa. From the moment you step onto MacArthur Place, you will experience a feeling of magic and discovery. Surrounded by acres of intimate gardens, grand historic buildings, winding flagstone paths, archways, fire pits, and secret nooks. Here you will also discover a range of incredible dining experiences, sixty-nine beautifully designed luxury rooms with high-touch finishes, and exciting activities from afternoon tastings to indulgent treatments in our newly renovated spa to late-night stargazing. Revitalize in our newly reopened outdoor heated pool and fully equipped fitness center. All delivered with the kind of generous, personal, and anticipatory service that truly frees you from the stresses of everyday life.
MacArthur Place Hotel & Spa is an equal opportunity employer. We do not discriminate based on race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons needed to perform the essential functions of this position.

• Greet guests warmly and professionally upon arrival, ensuring a friendly and welcoming atmosphere.
• Efficiently handle guest check-in and check-out procedures, including processing payments, issuing room keys, and verifying guest information.
• Respond promptly to guest inquiries, requests, and complaints, addressing concerns and resolving issues in a timely and effective manner.
• Provide accurate information about hotel facilities, services, policies, and procedures to guests.
• Assist guests with luggage, transportation arrangements, and other concierge services as needed.
• Maintain a clean and organized Front Desk area, ensuring that all necessary supplies are stocked and readily available.
• Collaborate with other hotel departments, such as housekeeping, kitchen, and maintenance, to ensure guest needs are met promptly.
• Handle reservations, cancellations, and modifications in accordance with hotel policies and procedures.
• Keep accurate records of guest interactions, transactions, and preferences using the hotel’s reservation system.
• Upsell hotel amenities and services to guests to enhance their experience and maximize revenue opportunities.
• Always maintain a professional appearance and demeanor, adhering to the hotel’s grooming and dress code standards.
• Stay informed about local attractions, events, and dining options to provide recommendations and assistance to guests.
• Adhere to all safety and security protocols, including handling guest keys securely and following emergency procedures.
• Professional, friendly, and willing to provide personalized and excellent customer service to all our hotel guests.
• Help other colleagues with their tasks when and where needed.
• Follow hotel safety and security guidelines.
• Perform pre- and post-shift tasks and any other tasks & duties as assigned by management.